Returns & Refunds
General Returns & Refunds terms of business
1.Refunds
Refunds will be processed after Imaginer receives and inspects the returned items. It will take about 5 business days to receive the refund. (Please refer to the FAQ in this page for specific return fee and refund amount)
- Email service@imaginer.store for RMA.
- After an approval, return items and send the tracking number.
- Imaginer will inspect the items once received.
- Refunds will be processed according to your request.
2.Exchanges
If the replacement units are in stock, it can be shipped within 1 business day. If the replacement units are out of stock, your account manager will inform you once it is shipped.
- Email service@imaginer.store for Exchanges.
- After an approval, return items and send the tracking number.
- Imaginer will inspect the items once received.
- The replacement will be shipped out.
3.Repairs (within Warranty Period)
Free repair service is available for most items (excluding consumables) within the warranty period. Imaginer will ship out the repaired items after test and verification.
- Email service@imaginer.store for Repairs.
- After an approval, return items and send the tracking number.
- Imaginer will inspect the items once received.
- The items will be shipped out after repair & test.
To apply for refunds or exchanges, the return request should be submitted within 30 days of the delivery date. For products that are eligible for repair, repair request should be submitted within the warranty period to enjoy free repairs. In case the warranty period expires, repairs can still be offered but a certain fee will be charged case by case.
The items must be returnable or have an authorized warranty period to enjoy Imaginer return services.
About return fees:
- Our Problem(wrong item, defective item etc.): we will refund you all your payment, Also including your return shipping fee, our Import taxes etc.
- Your personal reasons(30 days no reason return, Impulse buying, etc.): you need to take the return shipping fee. Also, if you have opened our package and used it, we will charge 30% of your order amount for restock or resell it for used products.
Note: This policy is not applicable for Bulk order and bulk price and payment via T/T Bank transfer.
Where should I return the items to?
Once your returns are approved, you will get an RMA form to process the return. The RMA form will instruct you to return the items accordingly.
Generally, you need to return the goods to our warehouse address: Unit 1, Warehouse No. 7, South China International Logistics Center, Longhua District, Shenzhen, P.R.China
Tel: 0086 755 36948231-2
Consignee: Imaginer RMA DP.
Do I need to pay the return shipping cost or customs?
If the return is due to an error on Imaginer (you received an incorrect or defective item, etc.), Imaginer will cover all the shipping cost. Otherwise, the return shipping cost should be born by your own.
Usually, international orders may cause customs duties on import and export. If the items are returned from abroad, and the return is due to our error (you received an incorrect or defective item, etc.), we will cover the custom duties.
Packages returned without authorization or that are not acceptable for return will be rejected or be shipped back to you at your expense.
Do I need to pay any restocking fee when return the products?
Within 30 days of delivery date, you will receive a full or partial refund depending on the status of returned items listed below.
| Your Return | You Receive |
| Items are unused and new. | Full refund |
| Wrong or defective item shipped; Item does not match website. | Full refund |
| Items are used and non-defective. | 70% of the item’s purchase price |
How will I receive the refund?
In most cases, we will refund you the returned items in the original method you paid for them.